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WO-01315214 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Macatawa Smiles — 720 Michigan Ave, Holland MI, 49423-6901

Nov 13, 2025 → Dec 12, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 19, 2025
✗ SLA Missed (13 biz days late)
Active: 17 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 13 → Nov 17, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
17d
▶ Clock Running
Status: Scheduled
Nov 17 → Dec 12, 2025
17 business days (counted)
Running total: 17 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 17 of 4 biz days used
Created: Nov 13, 2025 Tech Off Site: Dec 12, 2025
Business Days Used 17 / 4
0 4d budget +13d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0 / 4
Nov 13 → Nov 13 Ready for Scheduling ▶ Running 0 0 / 4
Nov 13 → Nov 13 Assigned ▶ Running 0 0 / 4
Nov 13 → Nov 17 Awaiting Parts - Customer ⏸ Paused 2 —
Nov 17 → Nov 17 Ready for Scheduling ▶ Running 0 0 / 4
Nov 17 → Nov 17 Entered ▶ Running 0 0 / 4
Nov 17 → Nov 17 Assigned ▶ Running 0 0 / 4
Nov 17 → Dec 12 Scheduled ▶ Running 17 17 / 4
Dec 12 → Dec 12 Tech On Site ▶ Running 0 17 / 4
Dispatch 0.1d
Material Management 2.4d
Coordinators 18.3d
Field Work 1.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
2.4 days
Coordinators
18.3 days
Over SLA
Field Work
1.4 days
Billing
0.0 days
Created: Nov 13, 2025 Due: Nov 24, 2025 Completed: Dec 13, 2025 (18 days late)
📅
19.5 days Total Age
⏱️
17.4d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
17.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543588
Midmark Service Request Dispatch Authorization - WO-00127295
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD Dental Chair Elevance FCO Dispatch ADDITIONAL NOTES **The Service Company Tech must review the hub rotation repair video Link: https://www.youtube.com/watch?v=gmMGXM9v73w, along with performing the back replacement. ** **ALL PARTS MUST BE INSTALLED.** PCR CODES Problem Cause Resolution BACK FUNCTION NOT OPERATING PROPERLY GAS CYLINDER SYSTEM FAULTY ADJUST REPLACE PARTS ROTATIONAL BASE NOT OPERATING PROPERLY ROTATION HUB SYSTEM FAULTY ADJUST REPLACE PARTS PRODUC
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kim Habker
Owner
John Rolston
Created
Nov 13, 2025
Work Orders from this Case (3)
WO-01315214 (current) Invoiced
Repair • Jon Kuehl
Created: Nov 13, 2025 • Closed: Dec 12, 2025
WO-01315216 Invoiced
Repair • Jon Kuehl
Created: Nov 13, 2025 • Closed: Dec 12, 2025
WO-01315217 Invoiced
Repair • Jon Kuehl
Created: Nov 13, 2025 • Closed: Dec 12, 2025
Completed with significant delays
Invoiced • 111 days old
🚨
Primary Delay 17.4 days stuck in "Scheduled"
⏱️
Total Delay 17.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
0.5d / 1.0d SLA
Awaiting Parts - Customer
2.4d
Assigned
0.4d / 0.5d SLA
Scheduled
17.4d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11-18-25 JK Kim requested to have service done on 12-12-25 due to having someone available while they are closed.

11/17/2025 CRamen delivers today


11/17/2025jsells

Ship To Name: Macatawa Smiles Ship To Address: 720 Michigan Ave Ship To City/State: Holland, MI 49423-6901 Waybill (Tracking #): 1ZE444250370630212 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 14-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10439-01 SERIAL #: DESCRIPTION: SEAT BACK GAS SPRING KIT, ELEVANCE CHAIR L/R AND CONSOLE LINE NO: 2.1 QTY: 1 ITEM: 002-10439-01 SERIAL #: DESCRIPTION: SEAT BACK GAS SPRING KIT, ELEVANCE CHAIR L/R AND CONSOLE LINE NO: 3.1 QTY: 1 ITEM: 002-10439-01 SERIAL #: DESCRIPTION: SEAT BACK GAS SPRING KIT, ELEVANCE CHAIR L/R AND CONSOLE LINE NO: 4.1 QTY: 1 ITEM: 002-10429-00 SERIAL #: DESCRIPTION: ROTATIONAL BRAKE KIT, ELEVANCE CHAIR LINE NO: 5.1 QTY: 1 ITEM: 002-10429-00 SERIAL #: DESCRIPTION: ROTATIONAL BRAKE KIT, ELEVANCE CHAIR LINE NO: 6.1 QTY: 1 ITEM: 002-10429-00 SERIAL #: DESCRIPTION: ROTATIONAL BRAKE KIT, ELEVANCE CHAIR


11/13/2025 CRamen assigned to JKuehl and placed into APC


11/13/2025 JRolston - Called site POC, Kim Habker @ (616) 396-7524. Advised her that dispatch has been received, and that Coordinators will call to schedule accordingly once tracking / ETA for parts has been determined.

🔧 Work Performed
Installed new rotation hub system and new gas cylinder system. Performed successful functional test.
🔍 Technician Findings
Brake system not operating properly. Back gas cylinder moving slowly.
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY WD Dental Chair Elevance FCO Dispatch ADDITIONAL NOTES **The Service Company Tech must review the hub rotation repair video Link: https://www.youtube.com/watch?v=gmMGXM9v73w, along with performing the back replacement. ** **ALL PARTS MUST BE INSTALLED.** PCR CODES Problem Cause Resolution BACK FUNCTION NOT OPERATING PROPERLY GAS CYLINDER SYSTEM FAULTY ADJUST REPLACE PARTS ROTATIONAL BASE NOT OPERATING PROPERLY ROTATION HUB SYSTEM FAULTY ADJUST REPLACE PARTS PRODUC
📄 Description
Midmark 153810 Elevance Dental Chair

Timeline

📞
Case Linked Nov 13, 10:22 AM
Case Number: 00543588
Subject: Midmark Service Request Dispatch Authorization - WO-00127295
Status: Closed
📋
Work Order Created Nov 13, 3:12 PM
Work Order: WO-01315214
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by John Rolston Nov 13, 3:49 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 36m
👷
▶
2 Technician Assigned Nov 13, 4:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 20m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Jessica Sells Nov 17, 8:59 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 3d 16h
🆕
▶
2 Status: Entered Nov 17, 12:32 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Charles Ramen
Technician: a0h5A00000GzKACQA3, Jon Kuehl
🗓️
▶
2 Status: Scheduled Nov 17, 3:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2025-11-24T13:00:00.000+0000
📅
Dispatch Scheduled by Jonathan Kuehl Nov 18, 9:41 AM
Scheduled For: 2025-12-12T13:00:00.000+0000
🚨 17.0 business days
🔧
Status: Tech On Site by Jonathan Kuehl Dec 12, 7:48 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 24d 15h
🚗
Status: Tech Off Site by Jonathan Kuehl Dec 12, 2:58 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 10m
✔️
▶
2 Status: Completed Dec 12, 8:16 PM
Status: Completed → 6x Labor Added
⏱️
6x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.88333333333333, 2.2166666666667, 1.1833333333333, 0.35, 32, 36
🏁
Status: Closed by Jonathan Kuehl Dec 12, 8:22 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 3.5 business days
📄
Status: Ready to Bill by Nancy Suarez Dec 17, 2:28 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 4d 18h, 1m
💰
▶
2 Status: Invoiced Dec 17, 2:33 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249301

Bottlenecks

Scheduled
Duration: 17.4 business days (threshold: 2.0 business days)
Exceeded by 15.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00543588
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jon Kuehl
Scheduled
Dec 12, 8:00 AM
Created
Nov 13, 3:12 PM
Invoice #
SM-249301

Work Details (6)

Name Type Status Qty Amount Date
WL-03036635 Labor Open 0.88333333333333 $0.00 Dec 12, 8:21 PM
WL-03036636 Labor Open 2.2166666666667 $247.50 Dec 12, 8:21 PM
WL-03036637 Labor Open 1.1833333333333 $0.00 Dec 12, 8:21 PM
WL-03036638 Labor Open 0.35 $0.00 Dec 12, 8:21 PM
WL-03036639 Travel Open 32 $110.00 Dec 12, 8:21 PM
WL-03036640 Travel Open 36 $0.00 Dec 12, 8:21 PM

Details